Support Information

Support Information

Return Authorization (RA) Policy

When returning products to Alloy Computer Products LLC for any reason, you must first contact Alloy and obtain an RA number from the Technical/Service department.
Request an RA Number.

After obtaining an RA number from Alloy, you must send the product - freight prepaid by you – to Alloy Computer Products LLC.
The Alloy RA number must be prominently displayed on the outside of your package. If you send your product to Alloy without the RA number prominently
displayed on the outside of the package, it will be returned to you unopened.

Please use a shipping company that can demonstrate proof of delivery. Alloy does not accept responsibility for any lost shipments unless proof of delivery to Alloy is provided.

When shipping your product back to Alloy for repair/replacement please ship, the product only. Do not return any accessories or packaging.
Alloy will then return the product to you in the same packaging that you sent it to us.

Please note: Product shipped to Alloy must be properly packaged to prevent loss or damage in transit.

Shipping your RA to Alloy using regular mailing envelopes is not acceptable, as they do not protect the product from damage during shipping.

Alloy will not repair or replace a product that is shipped in such a way that the product is not properly protected.

Alloy will not accept any product that has been damaged as a result of accident, abuse, misuse, natural or personal disaster, or any unauthorized disassemble,
repair or modification.

Return to Base Replacement Warranty

As per Alloy's standard Return to Base Warranty all faulty products must be returned to our office in Sunnyvale, CA.

An RA number must first be issued by our Technical/Service Team. This RA number will need to be referenced on the outside of the return shipment.

Upon receipt of the defective product, Alloy will, at its discretion, either repair or replace the product and ship it out in the most expeditious manner possible.
Subject to availability, the replacement product will be shipped on the business day following receipt of the defective product, or after sufficient testing has been done to determine the fault.

In the event the product returned to Alloy has been Discontinued (i.e the product is no longer being manufactured but is still under warranty),
Alloy will, at its discretion, either repair or replace with a comparable product.

Return for Credit

In the event that the product(s) ordered have been done so incorrectly, or the product does not fit the purpose outlined by the description of the product,
the product can be returned to Alloy Computer Products LLC for Credit return.

Alloy will give a full credit of the price of the product, if the product has been returned within 7 days of the purchase date and is returned in
original packaging in a re-saleable condition. If the product is to be returned after the initial 7 days, then a restocking fee will apply depending on the condition of the product.

Product returned after 7 days and/or no packaging/major damage 30 – 70%

An RA number must first be issued by our Technical/Service Team. This RA number will need to be referenced on the outside of the return shipment.

Freight Costs

When returning goods to Alloy the following Freight Conditions apply:

Product in Warranty (No Fault Found) – Customer to pay for return to Alloy, Customer to pay for pickup of goods.

Product in Warranty (Product found to be Faulty) – Customer to pay for return to Alloy, Alloy to pay for return of goods.

Product out of Warranty (All Cases) – Customer to pay for return to Alloy, Customer to pay for pickup of goods.

Warranty period for RA Products

Once a product has been returned to Alloy and either repaired or replaced as per our warranty and RA procedures,
the warranty period for the repaired or replacement unit will continue from the purchase date of the original product.

For example if you send a product back for repair or replacement with 3 months left on its original warranty,
the replacement or repaired product will still only have 3 months remaining of its warranty, the replacement product takes over the warranty of the original product.